Process
Customer Service Delivery – What media?
The #custserv chat this week posed the question “Interacting with your Customer: Text? Voice? Video?” Unfortunately, I didn’t participate (my evenings are normally reserved as family time) but I did get a chance to review some of the discussions. One comment from Ted Coine really resonated for me : One channel or 12, you’ve got to get #custserv [...]
Customer Experience – Consistent vs. Personal
We always talk about the importance of providing consistent customer service but isn’t making it personal better? Don’t we all want to feel validated as individuals? For most companies, consistency equates to process, and they, in turn, dehumanise the experience. Recently, Dennis Snow posted Customer Service Wows – It’s About Consistency. I agree but recently I’ve [...]
Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
Bad is Stronger Than Good: The 5 to 1 Rule
Bob Sutton’s recent blog post Bad is Stronger Than Good: The 5 to 1 Rule – Bob Sutton was very interesting and got me thinking. He seemed to focus on eliminating the negative but it seems to me that we can also apply it to increase the positive. I suggest that you identify an “at [...]
Postmortem Analysis Process
After any failed interaction, it’s important to do a postmortem analysis (may also be called a root cause analysis or an autopsy). This is basically a way to analyse and document what went wrong and develop solutions to keep it from happening again. This is something that I’ve been doing for many years and consider [...]
